ITSM Incident, Problem, and Service Request Fulfilment Lead

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Job Description

Why join DXC Technology? DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

We currently have a requirement for an experienced ITSM Incident, Problem, and Service Request Fulfilment Lead with strong experience to work on site and provide technical support and knowledge to an important client of ours.

This role will be responsible for managing and overseeing the incident, problem, and service request management processes within the IT Service Management (ITSM) framework.

The successful candidate will ensure that these processes are effectively implemented, optimised, and aligned with business objectives and Service Integration and Management (SIAM) internal processes and provide high-quality service delivery and improve customer satisfaction.

What You Will Be Doing

• Incident Management: Oversee the entire incident lifecycle, ensuring timely resolution of incidents within Service Level Agreements (SLAs) and minimising the impact on users and business operations.
• Problem Management: Drive Root Cause Analysis (RCA) efforts for recurring incidents, implementing corrective actions to prevent future disruptions and improve service reliability.
• Service Request Management: Manage and oversee service request fulfilment processes, ensuring requests are handled efficiently and meet SLAs.
• Process Improvement: Continuously assess and improve the team's ITSM processes to increase operational efficiency, streamline workflows, and enhance customer experience.
• Team Support and Mentoring: Mentor and support a team of IT professionals, ensuring the team is aligned with organisational goals, ITSM best practices, and SIAM internal processes.
• Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment and successful resolution of incidents, problems, and service requests.
• Compliance and Reporting: Monitor adherence to SIAM processes and ensure proper documentation and reporting of incidents, problems, and requests. Provide regular updates and reports to senior management.
• Change Management Integration: Collaborate with the Change Management team to ensure proper coordination between incident, problem, service request, and change management processes.

The Skills You Will Bring

• Proven experience (2+ years) in ITSM with a focus on incident, problem, and service request management in federal government setting.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) and ITSM best practices.
• Experience with Service Manager is highly desirable.
• Excellent team mentoring and support skills, with a track record of building high-performing teams.
• Ability to analyse complex problems and identify actionable solutions in a timely manner.
• Strong communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities simultaneously.
• ITIL certification (ITIL Foundation or higher) is preferred.
• Australian citizenship.
• Minimum Negative Vetting 1 (NV1) level, Australian Government Security Vetting Agency (AGSVA) accredited security clearance.

Our Culture And Benefits DXC is committed to building better futures for our customers, colleagues, environment, and communities. As an employer of choice, our "people first" philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;

• Extensive resources to support your onboarding and continual development including DXC University
• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
• More time to do the things you love with flexible leave options, including purchased leave
• Take time to give back with charitable and emergency services volunteer days
• Well-being matters to us and our Employee Assistance Program is there to support you and your family
• And of course, all the basics; novated leasing, discounted health insurance, paid parental leave and many other discounts.

How to apply & our commitment to you in return If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume.

In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time.

We are an Equal Opportunity Employer DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the 'bring your whole-self to work' philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
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